Ms Jacqueline McCrum:

We have specific timelines within which we expect companies to engage with us, and most concur with those timelines. At the same time, one size does not fit all and where there is a very gritty case which might reasonably require an extension, we are quite happy to accommodate that. In general, however, it is important that those timelines are adhered to so that everybody knows what the next stage will be. That information is exchanged with the complainant, so both sides know exactly where they stand.